Customer Care Representative

Guardian Life Insurance Company - Bethlehem, PA3.7

Customer Care Representative - (19000539)

Position Objective/Summary

Do you have the desire to be part of a growing and innovative team? Is a culture where “People Count” and “We do the Right Thing” important to you? If so, Guardian Life Insurance Company is actively seeking a passionate, driven. Service- oriented individual to join our Customer Response Unit.

The hourly wage for this position is $14.50/hour in addition to generous time off and a rich benefit package. There are opportunities for salary increases based on performance and additional product knowledge along with opportunity to be considered for career movement/progression after you’ve been in your role for 1 year. Great opportunities to have a long, lasting and fulfilling career with Guardian, a Fortune 250 company!

Position Responsibilites

Manages customers’ requests and identifies solutions for complex customer issues
Handles customer inquiries through necessary and appropriate means (phone, fax) utilized in our call center environment.
Documents system(s) and completes workflows as required
Adheres to schedule and uses phone states and/or email requirement appropriately.
Uses a combination of technical, soft-skill and grammatical knowledge and skills to complete all activities and inquiries of the position.
Works in partnership with various departments and all levels of employees and maintains productive working relationships with focus on ensuring customer service standards and metrics are achieved.
Reporting Relationships

This position reports to the Team Leader, member (CRU), who in turn reports to the Manager, Disability Member (CRU)


Candidate Qualifications

Functional Skills

Ability to learn, retain and apply enhanced knowledge of multiple disability products
Demonstrated analytical, organizational, problem solving and relationship building skills.
Ability to make independent complex decisions within scope of authority.
Ability to recognize and implement best solution for the customer and Guardian, not necessarily the standard or most obvious.
Professional and excellent oral and written communication skills.
Ability to work well independently, persistent drive to meet department/organization goals.
Ability to adapt to a rapidly changing environment, changing priorities and learning and adapting new skills sets.
Proficient and experienced PC skills including mainframe systems. Demonstrate efficient use of windows applications and corresponding functions (copy, cut, paste, toggle, etc.) including ability to quickly input / retrieve data while working with customer on the telephone.
Ability to quickly navigate between multiple applications within one customer interaction to obtain information and provide correct and concise information back to the customer that combines data retrieved (talk and type)
Strong interpersonal skills required working within a variety of department and levels of management. Genuine and consistent passion for service.
Maintain a high sense of priorities and use solid judgment in making routine decisions and communicating those decisions to the appropriate parties.

Leadership Behaviors

Continuously strives to provide superior products and customer service
Expresses oneself in an open and honest manner
Demonstrates self-awareness and embraces feedback

Position Qualifications

High school diploma
Two-year Associate Degree or bachelor’s degree, preferred
In bound call center experience preferred
Knowledge of Disability insurance, a plus
Proficient and experienced PC skills with Microsoft office, dual screens and toggling between multiple systems.


Medical, dental, vision, and prescription plans
Paid training
Competitive salary
Attractive Paid Time Off (PTO) Available upon completion of training
Life and disability insurance
Tuition assistance program
Wellness discounts

Philanthropic Opportunities

Social responsibility is part of our mission. It stems from our corporate values of putting people first, doing the right thing, and holding ourselves to high standards.

As a company and as employees, we are engaged in a variety of initiatives such as volunteering within our local communities, educational alliances with colleges, focusing on sustainability, and promoting diversity and inclusion.


Not required
About Guardian
Every day, Guardian gives 26 million Americans the security they deserve through our insurance and wealth management products and services. Since our founding in 1860, our long-term view has helped our customers prepare for whatever life brings whether starting a family, planning for the future or taking care of employees. Today, we’re a Fortune 250 mutual company and a leading provider of life, disability and other benefits for individuals, at the workplace and through government sponsored programs. The Guardian community of ~9000 employees and our network of over 2750 financial representatives is committed to serving with expertise when, where and how our clients need us. Our commitments rest on a strong financial foundation, which at year-end 2017 included $8.0 billion in capital and $1.6 billion in operating income. For more information, please visit or follow us on Facebook, LinkedIn, Twitter and YouTube.
Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.
Guardian® is a registered trademark of the Guardian Life Insurance Company of America.


Primary Location: United States-Pennsylvania-Bethlehem
Job: Customer Service/Client Support
Schedule: Full-time
Shift: Day Job
Job Type: Standard
Travel: No
Job Posting: Feb 25, 2019, 8:54:20 PM